Call Center Operations Manager
2 weeks ago
At Lukos, we are seeking a highly skilled Call Center Manager to join our team. As a Call Center Manager, you will be responsible for analyzing business processes and recommending improvements to drive efficiency and productivity.
Key Responsibilities:- Work with the PM to determine call center operational strategies by conducting needs assessments, performance reviews, and capacity planning.
- Establish technical specifications, productivity, quality, and customer-service standards.
- Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and preparing and completing action plans.
- Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees.
- Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
- Bachelor's degree and five years of experience; or a master's degree with four years of experience; or an associate degree with eight years of related experience; or 10 years of related experience with no degree.
- A minimum of six years of supervisory experience in responding to requests for information and searching automated systems for data.
- Prior law enforcement or immigration related experience is preferred.
- Bi-lingual (a minimum proficiency of a 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent) Spanish and English required.
Lukos has been delivering professional services to the Federal Government for 15 years. We help a variety of federal agencies in areas such as national security, homeland security, international development, training, analytics, healthcare, and other professional services.
We take care of our pack by offering full time employees competitive benefits to include: medical, dental, vision, 401(k), life insurance, short and long term disability coverage, paid time off and Federal holidays.
Lukos is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, disability, or national origin.
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